Vodafone Circus playing funny not delivering Sony Xperia Z on time and NO update at all

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Vodafone

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  ilostnemo on 11/02/2014 - 15:42

  Vodafone pull their finger out when you post on their facebook page.

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  Iwantthatbargain on 11/02/2014 - 15:55

  I had also placed an order for Sony Xperia Z, but Vodafone cancelled my order last week , they lost a prospect customer

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  bobbified on 11/02/2014 - 16:00

  +3

  To be fair to Vodafone, the "Estimated" date that they gave you is usually exactly that. Although they don't specify how close of an estimate it should be, I personally think within 2-3 business days after is still reasonable.

  If they had a "Deliver by" date, then I'd say that you may have more of a case.. but even then, I wouldn't be jumping up and down at them the following business day. Just my 2c.

  • 

    derpdeder on 11/02/2014 - 16:11

    Agreed. There has been one business day between their expected delivery and today and you've already contacted them a number of times. Just be a little patient.

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    mponderosa on 12/02/2014 - 10:05

    Vodafone is a big company and of course they should have a better supply chain system on their backend. Their service and shipment management should be more better than traditional small shops.

    Am I wrong to expect Vodafone to give a better prediction or "Estimated Delivery Date" (EDD)???

    There's nothing wrong with EDD and if you can not deliver it on time. However, in my perspective, ONLY if you deliver it EARLIER than the date. If you most likely to deliver late or after the EDD, then why did you put EDD earlier?

    As a customer, it would be great if Vodafone put the EDD longer than expected, as they also they ARE in low stock. Let's say, "Estimated Delivery Date 28 Feb", and deliver the item BEFORE that date. The customer will feel better. They are also mentally prepared for the worst case but get the better outcome.

    It is always great for a company to have "Under Promise, Over Deliver".

    However in this case Vodafone is doing the opposite, "Over Promise, Under Deliver"

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  rvsure on 11/02/2014 - 17:00

  I had a bad experience with them last year. My Samsung Galaxy S3 ran into problems within few months after I signed the contract. I gave it for repair at one of their stores. The guy at the store said the repair will take 2-4 weeks and gave me a very basic mobile as loan device saying all the other loan mobiles were taken. I didn't get my mobile back even after a month and half and I got different responses from their store guy and customer support each time I called them. When I demanded my mobile back they said it is currently with Samsung and they can't locate it. I asked them to get my mobile back or give me a new mobile within a week. Even after one week they couldn't trace it and asked me to wait for two more weeks. At this point I got pissed off and when I threatened to complain to ACCC they said they will give me a new mobile but they don't have the 32GB version in stock and forced me to accept a Galaxy note or S3 16GB. After a non-stop two hours call (of which for 1.5hr I was waiting on hold) with their customer support and escalating the issue to their service manager they agreed to send a 32GB mobile by post in a week.

  After waiting for one more week I called the customer support mentally preparing for another two hour call. Luckily this time only after an hour call they said they now traced where my mobile is and asked me to collect from the store the next day. When I went to collect the mobile the next day, the store guy said they couldn't trace my mobile and gave me a new(?) mobile.

  Although this happened a year back, after seeing this post it reminded the incident and shows how chaotic Vodafone's customer support still is.

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  p1 ama on 11/02/2014 - 19:58

  +4

  I don't get what the problem is?

  1) You ordered a phone, said ETA was Friday. Today is Tuesday and you're already whinging and whining.

  2) It was low in stock and you know it.

  3) It's already been sent out, so it's not like you even have a problem any more, just sound like you want attention.

  4) If it was meant to be a present, then think in advance and don't leave things to the last minute.

  I really don't understand what the problem is. Lack of planning in advance, unrealistic expectations and an axe to grind.

  • 

    [Deactivated] on 11/02/2014 - 22:13

    -1

    You here, deserves some Gaytime.

  • 

    mponderosa on 12/02/2014 - 10:06

    Vodafone is a big company and of course they should have a better supply chain system on their backend. Their service and shipment management should be more better than traditional small shops.

    Am I wrong to expect Vodafone to give a better prediction or "Estimated Delivery Date" (EDD)???

    There's nothing wrong with EDD and if you can not deliver it on time. However, in my perspective, ONLY if you deliver it EARLIER than the date. If you most likely to deliver late or after the EDD, then why did you put EDD earlier?

    As a customer, it would be great if Vodafone put the EDD longer than expected, as they also they ARE in low stock. Let's say, "Estimated Delivery Date 28 Feb", and deliver the item BEFORE that date. The customer will feel better. They are also mentally prepared for the worst case but get the better outcome.

    It is always great for a company to have "Under Promise, Over Deliver".

    However in this case Vodafone is doing the opposite, "Over Promise, Under Deliver"

  • 

    mponderosa on 12/02/2014 - 10:15

    Hi Paul,

    Some clarifications:

    Number 1: two days late is intolerable for me. it's better to say the estimated delivery date "28 Feb" and you deliver in 20 Feb. It's always better to say the worst in advance than providing over promise but you dan't deliver.

    Number 2: I know it was LOW STOCK but the storefront said between 2 days until 5 days ("7 Feb") is the latest I will get the item delivered.

    Number 3: the storefront said it was sent out from warehouse, but at the same time got the email from Vodafone sipport saying still have to wait "within few days"

    Number 4: Based on number 1, I bought this as a present.

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      tunaroll123 on 12/02/2014 - 21:38

      Unfortunately I have to agree with paulsterio. You are blowing all this out of proportion and have unrealistic expectations.
      1. How many times have you bought things over the internet? More often that not, deliveries are outside their 'expected'.
      2. You keep saying they 'promised', what they did they actually promise? They promised to deliver by an estimated date, NOT on an actual date!
      3. You also have the misconception that the storefront and Vodafone support are the same person. I am sure they work for the same company but that does not mean they share information in real-time!
      4. I stand corrected in my number 1 point. You had over-expectations. And this is not a personal attack or anything, but if the place where you work, are you providing a service or a product? Does your company ever have delays? Does your company always deliver on time? If it does, I have nothing else to say. If it doesn't, then please lose your sense of entitlement and conception that the world revolves around you. It's not like you have been waiting for weeks.

      • 

        mponderosa on 13/02/2014 - 10:17

        Hi tunaroll,

        1. I am normally buy things online. Almost twice a week I got something in the last 5 years. Most of the time I shop via ebay or other local store and I NEVER got my stuff late. This is the first time I got such experience (and they still have not delivered my phone today).

        But importantly, read my intro about Vodafone that IS not a small company or traditional stores. For a BIG company such as Voda, they should be able to predict and provide more accurate EDD I reckon. My rant is because Voda is a big company, and until now, the EDD is still not updated on their website.

        1. Are you talking about "Under Promise, Over Deliver" and "Over Promise, Under Deliver"? This is a very common term in business and marketing, just Google it.

        I know EDD is not the Actual DD. However EDD is the only hope and customer expectation. If you surely can't deliver it on EDD (given Voda knew that they are LOW STOCK), then why Voda still put 7 Feb as EDD? It's better to put the WORST CASE as the EDD, and they deliver it earlier, rather than "tricking" the customer.

        1. I know storefront and Vodafone support are not the same person. But I don't care as they both should refer to the same info. They must be consistent in providing info as they must work on the same DATABASE. The storefront staff ensured me, he said NORMALLY it took 2 days to deliver, and the WORST CASE is the EDD (5 days) delivered.

        Update: Yesterday the Voda support email me saying they still can't predict. However the storefront said 2-3 days. The tracking page said: EDD is 7 Feb 2014, unchanged :)

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  hikaru78 on 15/02/2014 - 10:57

  +1

  Thought I'd my two cents here

  You need to understand how they get their stock

  Voda order their stock directly from Sony. Sony issues them with expected delivery date and units. Voda take this info and allocate handsets on a first come first served basis.

  In cases like this the stock may arrive late in reduced numbers or not all

  This is what causes delays. All stock once arrived in the warehouse ships next day

  Stock sometimes get held up in customs. As far as Vodafone know they can only work of estimates from the manufacturer. These are not always accurate.

  Good luck getting compensation.
  You need to understand its generally not a delay by Vodafone themselves

  Customers have unrealistic expectations of their so called rights

  Reminds me of lady I had issues with
  Bought a phone 7 months earlier a cheap Nokia
  Decided she wanted a smartphone. Wanted a full store credit for here 7 month old phone. Threatened to smash my shop when I said no. Called back 2 days later phone was magically faulty offered to get assessed by Nokia. She refused
  Came back when othet staff were working to the staff that I told her she could have credit. My staff aren't that dumb

  If you dont want the phone anymore you can cancel

  Otherwise build a bridge and get ovet it

  • 

    mponderosa on 17/02/2014 - 11:47

    Thanks for your comment.

    I know they are always potentially something wrong in the supply chain, and it could be caused by external factors such as customs, the vendor supply etc.

    However IMO, they could be better in MANAGING the risk and not carelessly and so optimistic by putting it too early as 7 Feb 2014. Checking the stock level supply first is better, and BTW why don't they put 20 Feb or 28 Feb as MOST likely it would be delivered late? and why there is NO comms to the customer at all and even updating their tracking web page?

    BTW Vodafone can not cancel the order. I have asked them the other day. Is there any recommendation what should I get for the compo?